Mid term report 30% housekeeping management case study isn't it all sun, sand, and surf”

What steps might Gaye Lynn have taken during her first week to have been better prepared to work in this new segment of the hospitality industry?...4 2.. How can Lloyd and Gaye Lynn work

VIET NAM GENERAL CONFEDERATION OF LABOR TON DUC THANG UNIVERSITY

FACULTY OF BUSINESS ADMINISTRATION

MID TERM REPORT 30%

HOUSEKEEPING MANAGEMENT

CASE STUDY: “ISN'T IT ALL SUN, SAND, AND SURF”

Supervisor name: MBA NGUYEN PHAM NHU TRANG Student name : GROUP LILAC

GROUP EVALUATION FORM:

Evaluator: Group leader

STT Student

name

Assigned Tasks

Group discussion attendance (%)

Task completion percentages (%)

Evaluation

Signature

1 Nguyen Thi

A

desigining presentation Thi A

meetings

Van B

TABLE OF CONTENT

I DESCRIBE AND ANALYZE ALL SCENARIOS HAPPENED IN CASE STUDY 3

II ANSWER ALL QUESTIONS IN CASE STUDY 4

1 What steps might Gaye Lynn have taken during her first week to have been better prepared to work in this new segment of the hospitality industry? 4

2 How can Lloyd and Gaye Lynn work together to solve the housekeeping problems 6

III ANALYZE ADVANTAGES AND DISADVANTAGES IN SOLUTIONS 9

IV CONCLUSION 10

“ISN'T IT ALL SUN, SAND, AND SURF”

I DESCRIBE AND ANALYZE ALL SCENARIOS HAPPENED IN CASE STUDY

This case study is about Gaye Lynn Bennett - an experienced hotel manager Before taking on this job, Gaye Lynn was successful in managing a housekeeping department at World Hotels, Inc in Chicago The company needed an experienced executive director, someone with experience who could revive the struggling housekeeping department of a resort that was experiencing low productivity, and even worse, guest/owner reviews Since Gaye Lynn had built a successful model for a housekeeping team at a four-diamond hotel, managing

375 rooms that World Hotels managed in downtown Chicago, she believed she had the skills to help the Plantation Palms Beach Resort in Shell Island, Florida succeed With only 250 units in this resort, compared to the 375 units she originally supervised, Gaye Lynn believed managing this resort would be easier than her previous job at a hotel She also did not think revenue would be a major issue because people living on the island did not have many better job options

In reality, she was not too concerned about her new position, which was all she could think about However, after working in the first week, she realized that there were many differences and challenges in the resort condominium industry Lloyd Landis, the resort's general manager, proposed upgrading the quality and productivity of the housekeeping department while reducing costs

- Gaye Lynn proposed increasing the number of employees from 50 to 100

- Adding a bus to transport employees from distant locations to work

- Handling laundry in-house instead of outsourcing it, which would offset the increased cost of the bus while still saving money

However, Lloyd pointed out that finding additional skilled employees and managing the additional bus transportation would be a challenge

- It was not specified where they would find an additional 50 skilled employees

- Most workers would be commuting from Fort Myers or surrounding suburbs The current bus was already operating at full capacity, so adding another bus would require additional maintenance costs, drivers, insurance, etc

- No owner wanted a laundry facility in their building or on the premises

After discussing with Lloyd, Gaye Lynn realized that managing a resort condominium was different from managing a hotel She would need to pay attention to the desires and concerns of each owner, develop and train a high-quality workforce, and apply appropriate standards to each unit

However, Lloyd appreciated Gaye Lynn's experience and knowledge and encouraged her to continue proposing valuable ideas for the resort The case study is not yet concluded, and there will be further issues that Gaye Lynn needs

to address

II ANSWER ALL QUESTIONS IN CASE STUDY

1 What steps might Gaye Lynn have taken during her first week to have been better prepared to work in this new segment of the hospitality industry?

1 Forecasting

Gaye Lynn should take the time to predict the future needs of the housekeeping department This would involve considering factors such as the resort's occupancy rate, the time of year, and any upcoming events or conferences

She could use this information to assess the current staffing levels, develop

a forecast for the number of rooms that would need to be cleaned each week, and determine if any adjustments are needed

2 Setting objectives

Once Gaye Lynn had a forecast of the future needs of the department, she could have set specific objectives for herself and her team

These objectives should have been measurable, achievable, relevant, and time-bound

3 Developing strategies

Gaye Lynn could have set an objective to increase room productivity by 10% within three months

She could have also set an objective to reduce guest complaints about cleanliness by 50% within six months

Once Gaye Lynn had set specific objectives, she could have developed strategies for achieving them These strategies should have been realistic and feasible, and they should have taken into account the resources that were available to her

Gaye Lynn could have developed a strategy to increase room productivity

by training her team on new cleaning methods and using more efficient cleaning products Moreover, increasing the number of new staff is also important

She could have also developed a strategy to reduce guest complaints by creating a new quality control program and implementing a new guest feedback system

4 Programming

Once Gaye Lynn had developed strategies for achieving her objectives, she could have programmed them by establishing priorities, sequence, and timing of steps This would have involved breaking down the strategies into smaller, more manageable tasks

Gaye Lynn could have created a timeline for implementing her new training program which introduced the available workforce about those cleaning methods, modern cleaning devices to apply and quality control program in order to raise their working efficiency

She could have also developed a schedule for her team to follow when cleaning rooms

5 Budgeting

Gaye Lynn would also need to budget for the resources that she would need

to achieve her objectives Gaye Lynn could have estimated the cost of hiring and training new staff By training new staff, she could allocate resources by using the experienced and reliable staff who are already being trained to monitor and take care of the new teams coming

She could have also estimated the cost of purchasing new cleaning products

by recontacting the retailers who cooperated with her while she was in Chicago to buy those products with the cheaper prices

Based on this information, she could have developed a budget for the housekeeping department

6 Setting procedures

Gaye Lynn should also have set procedures for the housekeeping department This would have involved standardizing the methods that her team used to clean rooms and maintain these standards as much as possible This would have helped to ensure that all rooms were always cleaned according to the same high standard

Gaye Lynn could have created a checklist of tasks that needed to be completed when cleaning a room She could have also developed a training program on how to use the various cleaning products and equipment

7 Developing policies

Finally, Gaye Lynn should have developed policies for the housekeeping department This would have involved making standing decisions on important recurring matters

Gaye Lynn could have developed a policy for handling guest complaints about cleanliness She could have also developed a policy for dealing with tardiness and absenteeism

- Deciding to compensate the staff who have stably good performances

- Make punishments with those who are not taking this job seriously

- About the guests' complaints, we have to investigate deeply about the complaints in order to

By taking the time to go through these steps, Gaye Lynn would have been better prepared to work in this new segment of the hospitality industry She would have had a clear understanding of the challenges and opportunities facing the housekeeping department, and she would have had a plan for how to achieve her objectives

2 How can Lloyd and Gaye Lynn work together to solve the housekeeping problems

1 The number of employees could increase for fully responsible for each room from:

 Local:

Instead of spending money to find human resources on the mainland We choose to improve to attract local human resources by:

Participate in community events or sponsor community events and activities

to create attractive images: This may include participating in social events, seminars, exhibitions, or local charity events For example, you could set up

a booth at a local fair to showcase your organization and create opportunities to meet local residents, and organize a campaign to donate gifts to children when the holidays are coming This helps build a positive image of your organization in the community and attract socially-minded employees

 Trainee:

Collaborate with local universities and vocational schools: Establish relationships with local universities and vocational schools to create training programs, internships, or joint research projects This helps to create opportunities and find out to potential students

Create attractive images - Use social networks and online

marketing to promote the island's image and internship opportunities

Attractive internship program - Develop an academic and

practical internship program

- Provide training support and guidance to interns

Salary and benefits - Ensure an attractive salary for

interns

- Provides free accommodation and meals for interns

Social connection - Organize social events and

meetings between interns and the local community

- Encourage interns to participate in social activities on the island

Continuous training - Provide opportunities for interns

to participate in in-depth courses and training

- Create an ongoing training schedule to enhance their skills

Evaluation and feedback - Hold regular meetings to gather

interns' opinions and improve the program

- Implement corrective measures based on evaluation and feedback from interns,

 Mainland area:

Besides that, we also have more employees by attracting human resources from the mainland area We think this solution may cost a lot of money because businesses will have to invest a huge amount of money in providing accommodation as well as meals to ensure essential needs for their employees In addition to other benefits such as days off, salaries must be higher than the general

the hotel's policies such as working for more than 1 year or they will have to pay for accommodation

2 Increasing the revenue and customer satisfaction.

In the light of Plantation Palms Beach Resort in Shell Island, Florida “No bridge or causeway exists to the island, which ensures a relaxed, tropical vacation setting” one of the reviews from the customer on Tripadvisor So that, we can be a third party to organize surfing competitions for tourists with gifts and incentives inside the resort such as vouchers and discounts for the next visit or a gathering place for professional surfers to perform Not only does it bring positive media to the resort, but the word-of-mouth effect from customers also helps more people know about it However, organizing a competition requires a large investment, careful preparation and depends on the weather, so it cannot be organized too much

III ANALYZE ADVANTAGES AND DISADVANTAGES IN

SOLUTIONS

 Local



 Advantages

Knowledge (location): they already have information about location, which will help them provide useful information and suggestions to customers, and experiences

- Save the cost of accommodation



 Disadvantages

Lack of skill in the hospitality industry, limit the ability about languages or communicate with foreigners

 Trainee

 Advantages

Potential training: Having students who are young and dynamic personnel can become a potential source for future jobs in hotels, providing the hotel with a source of young, enthusiastic personnel

Promote university partnerships, network expansion: University partnerships can provide an opportunity to build relationships with the

university and increase awareness of the hotel This can have long-term benefits in recruiting new staff and enhancing the hotel's brand image

Diversification of ideas and perspectives: The appearance of students from off-island universities can bring about diversification of ideas, perspectives and working styles in the hotel This can promote differentiation and innovation in hotel operations This can bring freshness and variety to the hotel's work and approach

 Disadvantages

Financial costs: The resort will have to support accommodation costs for students This can have a significant impact on the resort's financial resources, especially if the number of interns is large

Lack of experience: Internship students often lack practical experience in the travel and hotel management industry They may need time to adapt to the working environment and specific job requirements This can provide

an initial period of adjustment and training for the intern to operate effectively They usually stay for a certain period, depending on the school's internship requirement

Expectation deviation: There may be a difference in expectations between the resort and the intern Due to lack of experience in this field, interns may not be able to meet the resort's needs and customers This can create dissatisfaction or frustration on the part of the customer and requires the hotel to be flexible and patient in the training process

 Mainland area

 Advantages

High level of expertise, diverse experiences: Human resources from the mainland often have experience working in the travel and hotel management industry This can bring benefits in terms of understanding customer needs, hotel operations processes and ability to analyze and solve problems They can quickly adapt to the resort working environment and contribute from the first day

 Disadvantages

Lack of understanding of local culture: Tourists may have special expectations and requirements when they have vacation on an island, and